IT Service Desk Lead

COMPANY OVERVIEW Balchem is committed to making the world a healthier place by delivering trusted innovative and science based solutions for the health and nutritional needs of the world Balchem employs approximately 1400 employees worldwide who provide the service quality and technology that enables our customers to win with their customers We have built a reputation for delivering results to all of our stakeholders Founded in 1967 Balchem a Maryland corporation became a publicly traded company in 1970 and is listed on Nasdaq under the symbol BCPC Our corporate headquarters is located in Montvale New Jersey and we have a broad network of sales offices manufacturing sites and R&D centers primarily located in the US and Europe The Company consists of three business segments Human Nutrition and Health Animal Nutrition and Health and Specialty Products POSITION SUMMARY The IT Service Desk Team Lead is responsible for leading the day to day operations of the IT Service Desk including technical support request management escalations and team mentoring This role supervises and supports a team of Service Desk Technicians and ensures the team meets a high standard of customer service The IT Service Desk Team Lead will work closely with IT Leadership to improve Service Desk processes escalate service requests to the appropriate IT teams and deliver exceptional support to our employees ESSENTIAL FUNCTIONS Oversee day to day operations of the IT Service Desk including monitoring ticket and project queues SLAs request resolutions and escalations and other operational tasksCoach train and provide day to day guidance to Service Desk Technicians including request reviews KPI discussions and other professional development activitiesIdentify and optimize Service Desk workflows monitor and report Service Desk metrics and escalate requests as requiredProvide end user technical support by responding to questions and troubleshooting issues related to company supported applications hardware software and IT services through ticketing systems phone in person and remote assistanceDiagnose resolve and document technical issues by identifying root causes researching solutions implementing fixes and maintaining knowledge documentation for future referenceDeploy configure and maintain end user technology including desktop and laptop computers printers software installations hardware upgrades and system updatesSupport IT infrastructure and operational initiatives by assisting with system implementations network changes systems integration projects and collaborating with vendors to resolve issues and improve servicesFollow IT service management best practices by adhering to Help Desk procedures accurately tracking support requests documenting recurring issues and maintaining an understanding of the organizations technology environment and system interdependenciesFollows all safety policies and procedures including use of safety equipment PPE and equipment safeguards Other duties as assigned REQUIREMENTS 5 years of IT experience with leadership experienceAS degree or Professional IT CertificationsKnowledge of computing and networking hardware and peripheral equipmentAbility to learn install configure and maintain various computer system hardware and softwareStrong experience with ticketing systems such as ZenDeskStrong communication skills and problem solving skillsAbility to work in a lean fast paced environmentAbility to work both independently and collaboratively as business needs dictateResponsibilities may require weekend or late evening work in response to the needs of the systems being supportedPREFERRED QUALIFICATIONS Certifications CompTIA A ITIL Foundation v4 Microsoft CertificationsExperience with ZenDesk & Microsoft PlannerExperience with Microsoft 365 ecosystemExperience in a Customer Service role such as a Service Desk TechniciaExperience with supervising employees PHYSICAL REQUIREMENTS Ability to lift and transport equipment up to 50 lbsComfort working on ladders in ceilings and in various room setupsTravel required occasionally percentage depending on business needs The expected salary range for this role is between 90000 and 115000 per year